Complaints

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• Initial Complaint

  Date:02/16/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sorry for the delay, I have had a lot going on! See my response below and let me know if I need to enter it into the BBB website.

  
  

  There are many untruths in the response from Carolina Custom Paint & Design. I will try to address each one.

  Brandon was hired to paint the ENTIRE interior of my home…walls, ceiling and trim (including the stained, never prepped shoe mold that existed in 75% of the home.) Brandon was fully aware that new flooring was being installed and he recommended the painting be done prior to the flooring installation, promising to complete necessary touchups. Painting was scheduled to begin the day school started, Monday, August 21st. The Friday prior (08/18) Brandon reached out asking if I was “still good for Monday?” I told him I would not be completely ready and he said it would not a problem as long as there was somewhere to start. I did not delay the start date of the job multiple times, I did not delay even once. My moving help backed out at the last minute and with such short notice, I couldn’t get a moving company until the following Friday, 08/25. Still I allowed painting to begin 08/21. Brandon said painting would take about a week, so I scheduled the flooring installation for 09/05. However,  the flooring company was unable to begin until 09/14. As of that date (3.5 weeks later), painting still was not complete because Brandon wasn’t helping and was only sending one painter to do the job. I even had to unlock the door at the house on a few occasions so Brandon didn’t have to go unlock the door or give his painter the key. Flooring installation was completed in 2 days with the exception of the main bath because additional flooring had to be ordered. Painting was never paused during the flooring installation, they were able to work around each other. I understood there would be a change order because 2 doors were being replaced (requiring an additional coat of paint not included in the quote) and there would be the addition of shoe mold in the kids bedrooms and bath (approximately 400sqft). I expected we would discuss the amount of the change order. Brandon called within moments of the initial invoice being sent wanting me to be aware it included the amount of change order. He said the invoice was between $1000-$1200 higher, an amount I thought was high. When I looked at the invoice, it was for $8280, an increase of $1800 or 28%. Brandon has been unable to justify the amount. I think Brandon took advantage of me being a single woman, wildly underestimating my intelligence. Brandon did not complete the touchups, he didn’t even complete the job. I had to buy materials and pay other contractors to do complete the job. I want a refund for the amount I was overcharged and for the additional money I had to spend to have the job completed. 

  
  
  Sincerely,
  Amy P*****had never discussed the amount. At that time, he said he thought it to be about $1000-$1200. When I looked, the invoice was for $8280, an $1800 increase?! I didn’t understand why it was so much more, but they were currently painting my house and I didn’t think it was a good time to question it. They worked at my house into late September. Brandon even painted my front door and shutters in early October. At that time, we discussed him coming back to my house once all repairs were complete and the house was ready to list. Due to personal reasons and the holiday season, the process did take longer than expected…I was dependent on other contractors completing the additional work. Brandon never disclosed any expiration date to our verbal agreement. I contacted him in mid-January. He came to my house and repaired cracks in walls that were not repaired correctly the first time, but he did not do any touchups. In fact, I had to buy more paint and pay someone else to complete the job!

  Business Response

  Date: 02/16/2024

  The customer added additional work to be completed. The customer verbally agreed to the estimated amount for the additional work. The customer also delayed the start date of the project multiple times. The customer also had her floors redone in the middle of the painting project causing our part of the project to be paused for two weeks and thus creating additional items the customer wanted us to complete. (Ex. Shoe-molding being prepped and painted). We completed the project for the agreed upon price at the time and date that we promised. This project was completed almost six months ago and the complaint was just brought forth. 

  Business Response

  Date: 03/19/2024

  We will not be responding further. This matter has been closed and we are moving on.

  Customer Answer

  Date: 03/20/2024

   I am rejecting this response because: Carolina Custom Paint and Design did not offer any resolution at all! Their response was that they were moving forward after overcharging me (an upcharge of 28% of the original estimate for minimal additional work) and not completing the work. I had to spend an additional $500+ to have the job completed. I am not satisfied and will pursue another route if need be. I want a refund!
  
  
  
  Sincerely,
  Amy P*****